Quality Assurance Project Specialist Location Ladson, SC : Thank you for considering a career at Roper St. Francis Healthcare! Primary Function/General Purpose of Position Quality Assurance Specialist (QA) is responsible for assessing the performance of our call center representatives who communicate with our current and potential patients. The QA will monitor inbound and outbound calls, chat, SMS, and email responses to assess staff demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. In addition, this individual will assist in developing, creating, and implementing call center quality processes and strategies and recommending enhancements to training materials as needed to enhance the overall RSFH patient experience. The QA is also responsible for supporting the daily administrative job duties of The Engagement Center. Essential Job Functions Performs omnichannel interaction monitoring and provides the management team with trend data, quality reports, and feedback. Provides feedback to call center team leaders and managers. Uses quality monitoring system to compile and track performance at team and individual levels. Participates in the design of call, email, chat, and SMS monitoring formats and quality standards. Prepare and analyze internal and external quality reports for review by management staff. Assist with coordinating and facilitating call calibration sessions for call centers. Provides actionable data to various internal support groups as needed. Preparing financial statements, invoices, letters, and statements. Creating memos, reports, and agendas as needed. Managing multiple or complex calendars. Negotiating with suppliers and vendors to gather quotes. Order supplies and maintain office inventory. This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation. Licensing/Certification N/A Education High school diploma or equivalent required. Associate or bachelor's degree in business administration preferred. Extensive related experience may be interchanged with the education requirement. Work Experience At least three (3) years of hands-on call center experience in quality assurance or related roles. Experience should include at least three years of call center experience or quality assurance experience required. Familiarity with medical terminology and call center QA software like Genesys is preferred. Training Quality Management Trainings/Certifications Language English Patient Population N/A Working Conditions Periods of high stress and fluctuating workloads may occur. General office environment. Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control. Physical Requirements Lifting/ Carrying up to 50 lbs. Push/ Pull (up to 50 lbs. Sitting Walking Standing Physical Requirements N/A Skills Must possess the ability to establish and maintain effective working relationships with patients, medical staff and others. Must have the ability to plan, control and direct all activities of assigned staff to include delegating workloads, being well organized and detail oriented. Types 40 wpm. Knowledge of medical terminology. Intermediate personal computer skills and comfort with Microsoft Windows operating system; database and word processing software preferred. Strong verbal and written communication skills including good voice quality, good diction and articulation are required. Demonstrates active listening skills. Good problem-solving skills. Demonstrates ability to handle multiple tasks at the same time. Demonstrates good teamwork. Positive, enthusiastic, and helpful personality. Ability to work autonomously and exercise independent judgment. Must be detail oriented and possess good organizational skills. Must maintain strict confidentiality of patient information. Roper St. Francis Healthcare is an equal opportunity employer. Many of our opportunities reward* your hard work with: Comprehensive, affordable medical, dental and vision plans Prescription drug coverage Flexible spending accounts Life insurance w/AD&D Employer contributions to retirement savings plan when eligible Paid time off Educational Assistance And much more Benefits offerings vary according to employment status Scheduled Weekly Hours: 40 Work Shift: Days (United States of America) Department: Engagement Center - Roper St Francis Healthcare All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at .
